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- Insights
- Article
Five key contact center trends you should know for 2025
Discover some notable contact center trends driving innovation in CX, from AI-powered automation to cloud adoption, with research from Frost & Sullivan.
- Customer Experience
Call center basics: A return to fundamentals
Even as the call center industry and everything around it changes, the basics of customer service endure. Explore five contact center fundamentals.
- Customer Experience
Securing CX budget: Best practices for 2025 and beyond
CX leaders must make a strong case for investments to secure resources. Discover expert insights and strategies for winning CX budgets effectively.
- Customer Experience
How to win customer loyalty with empathy in your customer experience
By showing that you understand your customers, you create the right circumstances to win customer loyalty. Learn how to embed empathy into your CX.
- Customer Experience
Infographic: 2024 customer service preferences
TELUS Digital recently conducted a survey that explored the customer service preferences of consumers today. Explore the results.
- Customer ExperienceFinancial Services & Fintech
GenAI readiness: Banking, financial services and insurance industry
Explore four key themes that emerged from an Everest Group survey, supported by TELUS Digital, gauging BFSI customer experience management (CXM) leaders' readiness for the adoption of generative AI (GenAI).
- Customer Experience
How to seize the potential of generative AI in digital CX, according to leaders
More and more, brands are looking to take steps toward implementing and scaling generative AI in their CX operations. Read best practices from our leaders.
- Customer Experience
Orchestrating excellence through contact center quality management
Dive into the symphony of contact center quality management. Explore strategies, challenges and best practices that can help create a CX masterpiece.
- Customer Experience
Metrics matter: The role of measurement in CX
What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.
- Customer Experience
Why South Africa is ideal for CX outsourcing
Global brands considering customer experience (CX) outsourcing locations have their eyes on South Africa. Learn why.
- Customer ExperienceFinancial Services & Fintech
Unleashing efficiency using intelligent automation in banking and financial services
Uncover what innovative solutions forward-thinking banking and financial services brands are leveraging to enhance customer experience, optimize operations and foster customer loyalty.
- Customer Experience
Let's get visual: Adding video to your customer service operations
We're in the visual age. Find out why more customers are demanding video customer service and video FAQs from brands in 2023.
- Customer ExperienceTechnology
Why achieving profit-market fit is essential for scaling brands
You've heard of product-market fit, but what about profit-market fit? Learn the difference and how scaling tech brands can achieve it.
